What are the responsibilities and job description for the Technical Support Manager position at PTC?
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
In this exciting role, you will be part of the Technical Support Services global organization with an emphasis on collaboration and customer focus. You will be responsible for interacting with a subset of PTC’s largest most strategic customers that require the highest level of service PTC offers.
Technical Support Manager – North America
This role is a mid-level management position focused on driving a high level of customer satisfaction in PTC’s Enterprise Support customer base. The manager is responsible for all delivery aspects of support; including support strategy, defining resource requirements, staffing, employee development, coordination with managers in other support centers and customer interactions. This role also requires a strong focus on customer service, working with PTC’s customers, and representing their needs internally to PTC.
Primary Responsibilities:
- Manage a group of 5-15 resources, providing them with ongoing communication and support to ensure all performance goals are being met
- Manage workload within the team including setting appropriate expectations on work capacity and leveraging all resources as needed
- Work closely with Senior Management and with Support managers in Europe and Asia on the execution of service offerings
- Work closely with and support activities of the Renewal Sales and Sales organizations
- Focus on customer satisfaction through activities including reviewing survey results, managing escalated situations, and representing PTC on customer conference calls or corporate visits
Requirements:
- Ability to establish and maintain excellent relationships across a wide variety of internal and external roles, from technical contributors to senior management
- Excellent written and verbal communication skills
- Strong negotiation and objection handling skills
- Ability to effectively manage crisis situations
- Ability to manage customer expectations clearly, concisely, and in summary format
- High level of initiative and works well in a team environment
- Strong presentation skills with the ability to articulate strategic ideas and concepts.
Experience Required:
Ideal candidates will have a Bachelor’s Degree and at least 7 years of work experience with an additional 3-5 years of management experience.
Basic Qualifications:
Bachelor’s Degree and 7 years of professional work experience required.
Location:
Seaport
At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity and Affirmative Action Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
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